Troubleshooting
Troubleshooting articles for Alert Sync can be found here
- Internal Connectors Created in error
- Incorrect Incident ID/synced data in SCOM if ServiceNow Instance Changed
- Alerts intermittently sent from SCOM to ServiceNow
- Alerts in ServiceNow show a different time/timezone to the alert itself in the SCOM console
- Assignment Group isnt being set when using Advanced Creation script
- Forwarding status is pending for long period of time
- Alerts in ServiceNow have different severities/priorities to the console
- Creation rule users see strange UI behavior
- When using a caller that is not the service account, Alert Closed Incident State will not resolve or close an incident
- Creation rule fails to create Task, Catalog Task, and Service Task
- Using right to left reading order or Unicode control characters can cause display issues
- Overriding a connection manually in SCOM does not show in the relevant connection UI
- Using the criteria picker can result in errors
Debug options
Added in 2.1.0.28 - Debug registry key
Should Cookdown support ask you to enable debug logging you can do this via the Registry on the relevant management server. These are set in the registry of each SCOM Management Server (if your Resource Pool contains multiple servers, you will need to configure this on each server in the pool) and are not present by default.
KEY: HKEY_LOCAL_MACHINE\SOFTWARE\CookdownManagementPacks\AlertSync
Value:
DebugToEventLog - String value, defaults to false
The events will be output to the 'Operations Manager' event log on the corresponding server with appropriate sources set:
These logs are very verbose and should not be left enabled during day to day operation. You should revert these changes on each management server once debug operations are completed.